CONSUMER FAQS

Do you have a question regarding tracking or delivery?
Here you will find our answers to frequently asked questions.

Track & Trace

  • You can track your shipment using our website or one of our online portals. Usually your merchant or online shop sends you a link to track your shipment. 

  • A tracking number or ID is a combination of numbers and letters that uniquely identifies your shipment. The ID length may vary from 10 to 39 characters.

  • In general, the merchant or online shop is able to provide the tracking number or ID. If you have ordered a product from an online shop, the confirmation email or shipment notification often contains the tracking number or ID.

    If not, please contact your merchant or online shop. 

    Please note that not all shipments have tracking numbers/IDs.

  • You should see tracking events within 24-48 hours after you have received the confirmation by your merchant or online shop. The reason it takes time to see tracking events is because the first event is created once the shipment is handed to us, i.e. once the shipment has departed the fulfillment center of your merchant or online shop.

  • For most shipments, we provide only milestone tracking which means it may take some time before a new tracking event is displayed. Your package continues to travel to its destination despite the time between the tracking events. Depending on the destination, it could also take time to arrive in the destination country due to the distance and transit time of the selected service.

    Your shipment might also be delayed. Delivery delays can be caused by weather events, customs or operational backlogs. In the event your shipment has not arrived within 10 days after the expected delivery time, kindly contact your merchant or online shop. The merchant or online shop as our contract partner can start an investigation for lost items.

    Please also note that some packages only have limited tracking events in the country of origin and no tracking events in the destination country.

  • In case your tracking ID is not working, please contact your merchant or online shop.

  • Yes, you can track multiple tracking numbers with a single request.

Delivery

  • We partner with 220 postal providers around the world, which deliver shipments on our behalf. The local postal service in the destination country will deliver the shipment to you.

  • Once your shipment has been handed over to us by the merchant or online shop, delivery is based on the service selected. The merchant or online shop usually indicates the delivery time on its website.

    Please keep in mind that delivery times can vary depending on the product/service chosen and origin/destination relation; from 3-5 days for nearby countries and up to 20 days for countries further away.

    Please also keep in mind that – depending on the product/service chosen – the shipment will normally be handed over to the respective local postal company in your country for final delivery to you.

  • Please keep in mind that delivery times can vary depending on the product/service chosen and origin/destination relation; from 3-5 days for nearby countries and up to 20 days for countries further away. The merchant or online shop usually indicates the expected delivery time on its website.

    If your shipment exceeds the expected delivery time, your shipment unfortunately is delayed. We sincerely apologize for any inconvenience a delay may cause. Delivery delays can be caused by e.g. weather events, customs or operational backlogs. In case your shipment has not arrived within 10 days after the expected delivery time, please contact your merchant or online shop. The merchant or online shop, as our contract partner, can start an investigation for lost items.

  • If you have not received your shipment, please contact either your merchant or online shop.

  • Unfortunately, it is not possible to change the address once the shipment has been dispatched.

  • Unfortunately, it is not possible to change the delivery day or delivery time once the shipment has been dispatched.

Additional

  • When your shipment is delivered by the local post, you should go to your local post office within 7 days to submit a damage report.

    Please send the damage report to your merchant or online shop. Your merchant or online shop will then claim the damaged or lost parcel with DHL.

    Please understand that only the merchant or online shop can file a claim as they are the contract partner of DHL.

  • In case your shipment has not arrived within 10 days after the expected delivery time, please contact your merchant or online shop. The merchant or online shop as our contract partner can start an investigation for lost items.

    Please keep in mind that delivery time can vary depending on the product/service chosen and origin/destination relation; from 3-5 days for nearby countries and up to 20 days for countries further away. The merchant or online shop usually indicates the expected delivery time on its website. Delays of up to 10 days are unfortunately possible due to e.g. weather incidents, customs or operational backlogs.

  • Shipments must be custom cleared. Customs clearance processing times differ from country to country and cannot be influenced by DHL. For some countries, duties and taxes may be due. Customs may hold your shipment because they require more information. In this case, they will contact you.

  • Duties and taxes are consumption taxes. Customs duties are levied on certain goods purchased abroad. Value added taxes (VAT) are usually levied in the country where the purchased goods are consumed. Duties and taxes differ per country. Depending on country, duties and taxes are settled with the post office or the customs office. You can find more information about customs on the website of your local customs authority.